Customer Service - Games Workshop stylee...

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finn17

New member
On Sunday I ordered two Tzeentch Liber Chaotica Special Editions from the Games Workshop website at a cost of GBP 180 ($340). The website said they had 79 copies left. On Sunday night I received this message:

Hi There,
I\'m regretfully writing to inform you that the liber Choatica
Tzeeetch special edition has sold out and is now unavailable, so you will
not be able to order it. I\'m sorry for any inconvenience or disappointment
this causes, but unfortunately this is the case. Thanks

I replied:

That is very unfortunate

I would be interested to know why your site still says that there are 75 copies left however

they replied:

Hi there.
I\'m sorry to say I am rather confused. could you please include your coversation history in your messages as we have a team of people answering emails and as such sometime we do not know what people are talking about without a conversation history to consult.

I replied:

Sorry!

I ordered two copies of the Liber Chaotica Tzeentch Special Edition from the Black Library website. I had registered my interest some weeks ago and I assumed from the instructions that ordering instructions would be sent to me. I went back yesterday and discovered that it was now available and that there were 79 copies left. I promptly ordered two.

(This is when I was told that they had \'sold out\'...)

I revisited the Black Library site later and saw that there were still 75 left, so I tried ordering one on another credit card. I have heard nothing about this as yet.

I have just this minute checked the website and fund that there are apparantly 71 copies left. I don\'t know what is going on. Do you?

Cheers...

They replied:

Hi there,

is it possible to send us the order reference for either or both of the orders you made through black library, also it may be helpful if you can include your postal address aswell. As soon as we have those details we should be able to look into what has happened.

I responded:

Hi there!

My order ref for my initial order was 9033, my subsequent order ref was 9058. I presume the lowest number represents the earlier order??

My address is:

Steve Apted
(Address)

Hope this helps...

They responded:

Hi there!!

Thank you for confirming these details here, however without the full history of the query there is very little I can do for you. If you could relpy including this I will be able to investigate this further and answer any questions you have.

Cheers, hear from you soon

I replied:

Thanks X

But what is the point? Everytime I supply the details requested I get a response from somebody else who knows nothing about my original enquiry or subsequent details I have provided.
What is the point of supplying order refs, if they don\'t relate to anything at your end?
I have potentially ordered nearly three hundred quids worth of books from GW and I don\'t know if I am going to get all of it, a part of it, or none of it.
It\'s not your fault and I am not getting at you.
I am going to take up Confrontation however.

Laugh or what? This lot couldn\'t organise a piss-up in a brewery...
 
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robertsjf

Guest
I\'m sorry, I can\'t understand that post without being able to read through the rest of your post history. Could you post links to those posts so I could accurately review your situation?
 
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finn17

New member
Hey!!!

Originally posted by robertsjf
I\'m sorry, I can\'t understand that post without being able to read through the rest of your post history. Could you post links to those posts so I could accurately review your situation?
Click to expand...
Games Workshop are always advertising for staff...If you had a few hours to spare...you could probably be Managing Directorlol
 
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robertsjf

Guest
Originally posted by finn17
Games Workshop are always advertising for staff...If you had a few hours to spare...you could probably be Managing Directorlol
Click to expand...

Haven\'t you heard what GWUS did? Seems GWUK is taking pointers....
 
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Oxygenthief

New member
It\'s not just them,

I\'ve sent E-mails that don\'t even get an answer to people selling their wares. It\'s almost a sellers market any more. If it works in their little place on the planet then Great if not.. well that\'s just too bad, so sorry about your luck. The customer is hardly ever right any more. Kind of sad! Unfortunately there is somebody else that will come along and fill your spot and make another purhase to fill their coffers.

You can try boycotting them but it won\'t work until everybody does.
 
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kittykat23uk

New member
Methinks this is the point where you need to telephone them directly, outline the situation (once again) and get someones name. If they can\'t help, ask to speak to their manager. Or better yet, if you live near a store get the store staff to ring them, its much more difficult to fob someone off when you are speaking to them personally face to face or over the phone.:idea:

Oh and press them for free stuff considering how they have messed up your order (They messed up my mail order once and gave me a load of free cold ones to make up for it!).:D

Regards

Kat
 
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barkel

New member
hate to play the jerk

Oh who am I kidding, no I don\'t.

GW is the only distribution company, and by only I mean including certain distributors that certain favored web sites use, that has not screwed me royally out of money and time. I have always gotten my order and gotten it correctly.

But, that\'s just my opinion.

barkel
 
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finn17

New member
But...

Originally posted by barkel
But, that\'s just my opinion. barkel
Click to expand...
Hasn\'t your total insanity just been clearly established:D

I doubt it will do me any good, but I have just sent them another email containing the URL of this thread. That way they can read all the details in one go and I wont have to keep repeating myself:D I will keep you updated as to their response, if any.:flame:
 
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supervike

Super Moderator
maybe you just need to name drop....

Tell them that you know Finn18....that would get the ball rolling....


I agree with the kittykat. You may need to resort to speaking to some one on the phone.

Just out of curiosity though, doesn\'t GW staffers sign a name at the bottom of the e-mail? If so, couldn\'t you use that persons name at the top....ie

ATTENTION GAV THORPE (or whomever).....

You would think that the staffers all work in close vicinity to one another, and maybe Staffer A could actually speak to Staffer B instead of unproductively asking the PAYING customers to repeat useless information.

I know on the few occasions I had to e-mail the GW folks, I just kept using the \"reply\" feature, so all the good info was kept close by.
 
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provoke_me

Guest
good things from GW

i have recently placed an order with GW for the catalog..i got it no problem. But it came with a free model set from LOTR (the one of gandolf and saruman fighting over the orb) yeah..so...maybe the already took your money and now feel bad..so they are sending random ppl free stuff......
 
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stormwarning

New member
Hi there

I don\'t know about you guys, but I\'ve noticed that GW quality has slipped. I mean on everything, I got an Aragorn the King on horse blister, ok when I opened it I started to bleed. This thing had so much flash it was amazing. Well I\'m glad I got that out :flame:.
 
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SaintRigger

New member
That is super weird.. I\'ve called and written with both trivial and really weird off the wall questions and have always recieved prompt and concise answers, both from the US and the UK. The only problem I ever had with US mail order is they accidently shipped one of my packages to the wrong city - rather than the store I frequent, and when I called and explained, they immediately shipped a new package first class to my home addy. It was there in a few days.

It seems almost as if you are getting a run around - do you put the older e-mails in your reply as a reference?
 
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Kendaric

New member
I dealt with them by mail once, and I had no problem. I kept using the reply feature and with this I had the whole mail history as well as the name of the person I was dealing with.

And this enabled the person I was speaking to to know the other persons who had gotten my mails.

And the \"problem\" (which wasn\'t realy one though) could be quickly solved.
 
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finn17

New member
The next instalment....

Last night, after I started this thread, I thought I would share it with those wonderful guys at GW. So I sent them this:

Whichever Hobby Specialist\'s turn it is now

As I get the feeling that the p*ss is being firmly extracted you can read the full history on this forum:

http://www.coolminiornot.com/forums/viewthread.php?tid=3645&pid=44742#pid44742

At least it might save me repeating myself over and over again to various disinterested people

Steve Apted

They replied:

Hello there.
I am afraid we are not sure what this is relating to, could you reply, including either the full e-mail history or a brief synopsis of what the situation is and we will attempt to resolve this.

Cheers, hear from you soon

I give up:duh:
 
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stresingj

New member
Canned email response

Originally posted by finn17

They replied:

Hello there.
I am afraid we are not sure what this is relating to, could you reply, including either the full e-mail history or a brief synopsis of what the situation is and we will attempt to resolve this.

Cheers, hear from you soon

I give up:duh:
Click to expand...

Apparently you received canned email response #352, which is a blatant attempt to stall the customer\'s inquiry, in the hopes that will give up.

It worked, too.:(

Finn, never give up. It only encourages them. I would suggest that an email to GW proper (since you\'ve been dealing with the Black Library), might be inorder to escalate this to the proper level.

Hope you win the war...
 
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Nomis

New member
Try smoke signals!

Why not phone them?

Someone has already said you get a better response face to face - or in this case voice to voice.

If you don\'t get the answer you want talk to the supervisor, then the supervisors supervisor then the .... you get theaidea.

I have always found stating that the response given is \"not good enough\" and when told that there was \"nothing that could be done\" to rectify the problem asking to speak to someone who has authority to deal with it - ie put them on the spot!

It can\'t be that expensive to phone from Cornwall to Nottingham!
 
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